We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369228 results
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Decision Reference DRN-5413417
18 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5413417 The complaint G has complained that Aviva Insurance Limited unfairly declined its claim after windows shattered in a flat it owned. What happened G is a limited company which owns a leasehold flat. Aviva provide buildings insurance to the freeholder of the development. G m... (2 pages)View decision -
Decision Reference DRN-5502632
18 Jun 2025 Post Office Management Services Limited UpheldInsuranceDRN-5502632 The complaint Mrs P’s complaint is about the service provided by Post Office Management Services Limited (“POMSL”) in relation to a travel insurance policy. What happened On 21 August 2024, Mrs P purchased a single trip travel insurance policy through POMSL for a trip she wa... (2 pages)View decision -
Decision Reference DRN-5396698
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5396698 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund transactions totalling around £700 from her account which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4644510
18 Jun 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-4644510 The complaint Miss O’s complaint is, in essence, that Honeycomb Finance Limited (“the Lender”), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2) de... (16 pages)View decision -
Decision Reference DRN-5281721
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5281721 The complaint Ms A complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. However, I’ll provide a bri... (5 pages)View decision -
Decision Reference DRN-5485709
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485709 The complaint Mrs G complains that Nationwide Building Society failed to pay her the £175 switch incentive when she switched her account to it. What happened On 8 December 2024 Mrs G made a request to Nationwide to switch her account to it to take advantage of the switch inc... (2 pages)View decision -
Decision Reference DRN-5632338
18 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5632338 The complaint Mr N complains that Halifax Share Dealing Limited (‘HSDL’) is providing an incorrect book cost for shares he holds in an Individual Savings Account (‘ISA’). What happened Mr N holds a number of shares in a business I will call company P. The shares are held wit... (4 pages)View decision -
Decision Reference DRN-5350078
18 Jun 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5350078 The complaint A company, which I’ll refer to as ‘Company A’, complains that ClearBank Limited, trading as Tide (‘Tide’), won’t refund it for the money lost when its director, Mr A – who brings this complaint on A’s behalf – fell victim to a scam. What happened The backgroun... (4 pages)View decision -
Decision Reference DRN-5597106
18 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5597106 The complaint Mr M complains about how Inter Partner Assistance SA (“IPA”) handled a claim under his travel insurance policy. What happened Mr M holds a travel insurance policy through his credit card. The insurer for the relevant policy section is IPA. Mr M fell ill whils... (3 pages)View decision -
Decision Reference DRN-5356429
18 Jun 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5356429 The complaint A company which I’ll refer to as ‘B’ complains that Stripe Payments UK Limited won’t refund the money it lost as the result of a scam. The complaint is brought on B’s behalf by its director, Mr B. What happened Both parties are aware of the circumstances of t... (3 pages)View decision
